Tips on Implementing Call Accounting

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With your new Call Accounting system in place it is important to take a few minutes and really consider how to get the most out of this technology.  This article will concentrate on different processes and procedures that will help you implement and utilize call accounting in your business. 

Tip Number One

The first tip has to do with time and responsibility.  One of the biggest mistakes companies make is putting call accounting into place without having a system administrator with clearly defined responsibilities and goals for utilizing the technology. 

Like any technology, call accounting has a learning curve.  You need to assign someone or several someone’s to attend the training, read through the user instructions and play with the reports and options to customize the features to meet the company’s specific needs.  If you don’t have an administrator assigned to take the time to really understand how the systems works and get comfortable with the options, then your business won’t be able to reap all the cost savings and benefits inherent to call accounting.  You should also assign a specific person to implement the system and policies throughout your organization.  This may or may not be the same person who is responsible for the technical aspects of the call accounting package.

To see how risk assessment was used in the implementation of a call accounting system, see: http://www.brighthub.com/office/project-management/articles/96742.aspx

Tip Number Two

Adding a call accounting system to your business shouldn’t be a secret.  Have someone in upper management release a written memo endorsing the system and its use.  Take this opportunity to either restate the company’s telephone policy, or to issue a written policy on phone use.  Often corporate telephone abuse occurs because employees don’t understand that the calls cost the company money, or that there is a policy governing making private calls during company time. 

Many people believe toll-free or 800 type calling is “free.” This is the perfect opportunity to make sure everyone knows that there are hard and soft charges associated with each call, whether it is long distance charges, employee time, or even the expense of making sure there are enough lines coming in to the facility to handle all the calls. 

For information on the legalities of tracking employee phone usage see here: http://www.nolo.com/legal-encyclopedia/monitoring-employee-communications-29853.html

Tip Number Three

Database management can make or break call accounting effectiveness.  It is important to assist your vendor in the initial database set up.  The information required includes company hierarchy, a complete list of employee names, extensions, and associated departments.  You will also need to provide type of trunks used, any long distance charges associated with per minute usage, and other information in order to establish accurate system reporting.

To review additional ways to use your call accounting system, see: http://findarticles.com/p/articles/mi_qa3877/is_199807/ai_n8793423/pg_2/?tag=content;col1 

Make sure you understand the type of information you are providing, as you will have to add and modify this data on a regular basis.  The reports are only as good as the data you’ve fed to the system.  Make sure you arrange to update the system on a regular basis.  At this time you would add new extensions, area codes and pricing information so that the reports remain accurate. 

Tip Number Four

Regular maintenance will ensure the system is in working order and that needed reports can be generated.  Daily checks should include verification of call processing and the state of the buffer.  Weekly items might include processing database changes.  Monthly procedures might include data backup for the previous month’s data.  Quarterly maintenance is a great time to update area codes and ensure any pricing or call accounting system updates have been implemented.